Ferneys

FERNEYS DAVID ALVAREZ ARGUMEDO

Remote Customer Experience & Hospitality Leader

Ukraine – Mukachevo | [open contact info](look above in the "contact info" section) |

Telegram [open contact info](look above in the "contact info" section) |

LinkedIn: ferneys-david-alvarez-argumedo-774714318

Turning every guest interaction into loyalty through bilingual precision and service excellence

Professional Summary

Customer-oriented professional with over 15 years of experience delivering high-quality service
in the luxury hospitality, cruise retail, and remote support sectors. Skilled in managing
multicultural guest relations, converting inbound inquiries into sales, and optimizing CRM
workflows. Bilingual communicator (Spanish/English) with a passion for elevating satisfaction,
growing brand loyalty, and driving commercial results in both face-to-face and remote
environments. Known for adaptability, empathy, and high performance under pressure.

Core Competencies

• Bilingual Customer Service (EN/ES)
• Front Office & Remote Guest Support
• Upselling & Ancillary Revenue Strategy
• CRM & Opera PMS
• Conflict Resolution & Complaint Handling
• Team Leadership & Onboard Retail
• Loyalty Program Optimization
• Visual Merchandising & Cross-Selling
• Concierge Services & Localized Guest Experiences
• Remote Communications & WhatsApp Business

Professional Experience

Customer Experience Specialist Movich Hotels | Cartagena, Colombia Aug 2024 – Feb 2025

• Delivered high-quality bilingual remote service using Opera PMS, live chat, and
corporate messaging tools.
• Upsold premium suites and spa services, boosting ancillary revenue and reducing OTA
dependency.
• Acted as a cultural concierge, offering curated recommendations to elevate the guest
experience.
• Drove loyalty program participation through strategic follow-ups and CRM profiling.
Deputy Sales Manager Heinemann Americas – Royal Caribbean Cruises Jun 2022 – Aug 2024

• Led and motivated onboard retail teams, implemented sales tactics, and optimized
product knowledge training.
• Delivered personalized guest service aligned with purchasing trends and luxury
expectations.
• Improved sales metrics and received the “Outstanding Performance in Stores” award
(Wonder of the Seas, 2023).

Promotions Ambassador Heinemann Americas – Royal Caribbean Cruises Dec 2021 – Jun
2022

• Promoted new product lines and crafted engaging experiences around promotional
campaigns.
• Recognized for sales innovation and nominated for Employee of the Month.

Sales Agent Heinemann Americas – Royal Caribbean Cruises Jun 2021 – Dec 2021

• Delivered personalized shopping assistance focused on fine jewelry and watches.
• Streamlined transactions and improved guest engagement across embarkation
touchpoints.

Shopping Ambassador & Product Manager Dufry – Norwegian Cruise Line Cruises Apr 2017
– Jun 2020

• Analyzed category trends and executed inventory strategies to improve sales and reduce
costs.
• Coordinated product launches and led promotional execution across multiple cruise lines.
• Named High Performance Employee for two consecutive years (NCL Bliss 2018–2019).

Reception Supervisor | Revenue Auditor | Night Auditor Sofitel Legend Santa Clara Hotel –
Cartagena, Colombia 2010 – 2017

• Supervised front office operations across multiple shifts, enhancing check-in efficiency.
• Conducted audits using Opera/Nova software and strengthened financial accuracy.
• Recognized for software expertise and process improvement in guest services and
revenue tracking.

Guest Services Specialist & Auditor Oceania Estelar Hotel – Cartagena, Colombia 2005 –
2008

• Executed daily hotel audits, ensured rate accuracy, and streamlined night procedures.
• Responded to guest queries and maintained reporting standards for compliance.
Education

• Bachelor's Degree in Hospitality Management – INSTEMOL – SENA
• Bachelor's Degree in Marketing and Sales – SENA
• Bilingual Administrative Assistant – Centro Colombo Americano

Certifications

• Responsible Prompting: Maximize AI in Your Business – Santander Open Academy
(2025)
• Negotiation – Esade, Santander Open Academy (2025)
• Social Media Advertisement – Santander Open Academy (2025)
• Effective Communication & Facilitation – Royal Caribbean L&D (2024)
• Psychology of Selling / Building Rapport / Humanology – Heinemann Americas (2021)
• Concierge & Basic Butler Training – Asociación de Conserjes de Colombia / Modern
Institute of Butlers (2017)
• Maritime Safety & Emergency Response – Norwegian Cruise Line (2017)

Languages

• Spanish – Native
• English – Advanced (C1 CEFR)

Tools & Software

Opera PMS | Zendesk | Microsoft Office | WhatsApp Business | Fidelio | Infogenesis
|CrunchTime | A400 | Colonial | Dufry POS | Salesforce | Symphony